Certificate error

[Solene]

Good morning,

I am having a certificate error problem on my website. 

If you visit https://elfcosmetics.com.au/ it returns a certificate error. Ideally the request to https://elfcosmetics.com.au/ resolves correctly and then 301 redirects to https://www.elfcosmetics.com.au/.

I would like to resolve this error to ensure that there's no chance of losing potential referral traffic or potential link juice. As any links pointing at the https://elfcosmetics.com.au/ will be invalid.

Thank you in advance for your help.

Solene

[Freddie]

Hi, Solene.

Freddie here from the Shopify Support team, happy to help.

You can try going to Online Store > Domains in your Shopify admin, and changing your primary domain to elfcosmetics.com.au rather than www.elfcosmetics.com.au, so this way your customers should be able to click on either link and be redirected to elfcosmetics.com.au.

Let me know if this is an option for you, and if that works. If not, which domain provider did you purchase your domain through?

You can also contact our live support lines 24/7 to speak with a member of our support over the phone, (1 (888) 746-7439) or start a live chat on our help page here. Or you can send in an email to support@shopify.com for direct help there.

If you do send in an email to this address, you will automatically receive a ticket number back. You can let me know here what your ticket number is if you'd like me to have a look into your account and look over the domain settings for you to see what I can find.

Let me know if this helps!

Best regards,

Freddie
Shopify Support - support@shopify.com

[Solene]

Hi Freddie,

So you suggest that by setting the primary domain to elfcosmetics.com.au would make the site also accessible on www.elfcosmetics.com.au. Why is the opposite not true?

Why can't we have www.elfcosmetics.com.au as the primary domain and people also accessing elfcosmetics.com.au (as it is currently).

Also, there is no issue using HTTP. What they suggest is true for HTTP, but this is specifically about HTTPS.

If you access the site on HTTP first, then the redirect correctly takes you to the primary domain. But then you will also cache this redirect for the domain in your browser & you won't be able to reproduce the HTTPs error.

Regards,

Solene

[Solene]

Good morning Freddie,

Do you have some more information about my problem ?

Regards,

Solene

[Freddie]

Hi, Solene.

I apologize for my delay in this response, but I am happy to help.

You can certainly keep your primary domain as www.elfcosmetics.com.au, but I was suggesting to change the primary domain to be without the www. just as a test to see if this would work and help the SSL certificate. Regardless, you shouldn't be seeing the error that you are with your SSL certificate, and I'm happy to help.

I do have a few troubleshooting questions that would be most helpful to continue to find you a solution:

• Where did you purchase your domain from?
• When did you first notice this issue happening with your SSL certificates? Were any changes made that triggered this?
• Have you yet sent in an email to our main support line and received a ticket number?

I'm unable to go into your account to check your settings without first securely authenticating you with your account, which I am unable to do via this forums thread. However, I'm still more than happy to help here. If you haven't sent in an email or contacted our main support lines, please send in an email to support@shopify.com and respond here with the ticket number that you receive back. That way, I can authenticate you with your account and will be able to check your settings directly to see what I can find. I look forward to your response.

Best regards,

Freddie
Shopify Support - support@shopify.com